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What types of Merchant complaints relate to the Code
Some examples of complaints that would be governed by the Code include:

  • We have introduced a new fee or increased an existing fee and did not provide you with 90 days’ prior notice;
  • Our terms and conditions governing our provision of services to you is unclear or misleading; or
  • Your merchant statement is incorrect and does not accurately disclose fees you pay or have paid.

Not all customer service complaints fall under the Code. If your complaint does not fit into the examples above, you can review the Code or visit the Financial Consumer Agency of Canada’s (“FCAC”) website for more information on your rights as a merchant.

How to file a complaint
Braintree merchants who have a complaint relating to the Code of Conduct for the Credit and Debit Card Industry in Canada (the “Code”) can forward their complaint to our acquiring partner, Moneris, via the following methods:

WEB: by filling out the form at www.moneris.com/en/About-Moneris/Code-of-Conduct
PHONE:   by calling toll free 1-844-663-2948
EMAIL: by emailing CodeofConduct@moneris.com
MAIL: by mailing Moneris at: Moneris Solutions Corporation P.O. Box 219, Station D, Toronto, Ontario M6P 3J8 Attention: Code of Conduct

In order for Moneris to assist you, please provide them with as much information as you can about your complaint, including copies of any supporting documentation. If Moneris cannot resolve your complaint immediately, they are required to confirm receipt of your complaint within five business days and provide you with their final decision in writing within 90 days. In the unlikely event Moneris cannot resolve your complaint within 90 days, then they will advise you of our expected response time.

If you are unhappy with our handling of your complaint
If you are not satisfied with our handling of your complaint, you may contact the FCAC directly. The FCAC can be reached at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
info@fcac-acfc.gc.ca
1 866 461-3222

Other complaints or product issues
Braintree merchants with Non-Code related complaints can contact the Help Forum or contact their Customer Success Manager.